Kayla Miller Email & Phone Number

Nashville, Tennessee, United States

I play a pivotal role in designing, owning, and measuring the effectiveness of the new hire onboarding and continuing education training initiatives of 7 lines of business across the customer success teams. Through close collaboration with stakeholders, I analyze, hone, and refine each training program to foster continued growth and operational excellence.• Orchestrated the onboarding efforts of 170+ agents, leaders, SME’s, and trainers during the company’s strategic transition to outsource its customer support center to an offshore model• Oversaw the design, development, and implementation of 160+ new hire onboarding training sessions (both instructor-led and self-guided) across the customer success teams• Serve as the primary point of contact between the Training Program, Product, Engineering, and Program Manager teams, ensuring seamless communication and collaboration

Nashville, Tennessee, United States

Conducted a comprehensive analysis of the performance of the global Assisted Success teams to discern deficiencies in knowledge, workflows, and resources across multiple geos. Subsequently, devised and executed multiple training initiatives aimed at enhancing agent efficiency.• Pioneered a thorough overhaul of the existing new hire onboarding curriculum, yielding a substantial reduction in agent ramp-up time. This optimization streamlined the onboarding process for customer experience teams, diminishing the timeline from 6 months to 3 months• Implemented a new Learning Management System, entailing the development of workflows, back-end organization and structure, resource hubs, reporting mechanisms, and playbooks. This comprehensive system is designed for utilization by Enablement, leadership, and agents throughout the entire organization•Established and deployed an intake process for the Enablement team, significantly bolstering tracking, organization, and overall efficiency• Served as a key stakeholder in the 'go-to-market' process, collaborating closely with Product Operations. Oversaw agent training and awareness initiatives related to platform, tooling, and workflow changes, designed for seamless scalability across departments

Nashville, Tennessee, United States

Provided direct assistance to the Senior Learning and Development Specialist in the conception and hands-on facilitation of training programs specifically tailored for the North American Customer Experience team.• Functioned as a primary facilitator, taking charge of designing, owning, and leading a comprehensive certification program tailored for aspiring facilitators. This program focused on imparting knowledge in Adult Learning Theory fundamentals, best practices, and a detailed overview of the Training team's facilitation processes•Spearheaded the end-to-end process of designing, developing, and implementing the entire new hire onboarding curriculum for the North American Customer Experience teams•Assumed responsibility for overseeing all training resources and initiatives pertinent to product launches within the North American Customer Experience teams

Nashville, Tennessee, United States

In addition to the standard responsibilities associated with the role of a Customer Experience Representative:• Assumed accountability for addressing and de-escalating customer complaints that extended beyond the initial resolution scope of the Customer Experience Representatives• Collaborated closely with the Quality team to actively monitor, assess, and disseminate peer feedback concerning the casework executed by the Customer Experience team

Nashville, Tennessee, United States

Addressed and analyzed customer inquiries to effectively resolve challenges and uphold a uniform brand experience.• Engaged as an enthusiastic participant in company challenges, showcasing a keen ability to highlight customer feedback and identify platform inefficiencies. Additionally, proposed alternative solutions, resulting in the accolade of winning an award for the Brainbash Challenge, specifically focusing on the enhancement of the 'Repeating Events' tool.• Accrued the distinction of being recognized as the 'Most Valuable Briteling' by peers, acknowledging the demonstrated support and guidance extended to team members• Met and exceeded KPI goals while responding to customer queries through diverse communication channels, including phone, chat, and email.

Hermitage

Facilitated optometrists in conducting comprehensive eye examinations, encompassing the following responsibilities:• Guiding patients through pre-testing examinations, ensuring a seamless and efficient process• Managing and updating records related to contact lenses for patients, utilizing ExamWriter and Officemate platforms• Corresponding with the office and patients through various channels such as email, phone, and fax, maintaining effective communication• Monitoring and tracking inventory levels for the office, specifically overseeing supplies such as contacts, eye drops, and other essential office materials.

Hermitage

Conceptualized and executed language instruction programs, offering comprehensive support and guidance to English Language Learner (ELL) students. Collaborated seamlessly with fellow educators and staff to foster a positive and conducive learning atmosphere.• Undertook the responsibility of delivering adult ELL instruction at IEVP satellite locations in the Nashville area, catering to a diverse demographic of 40+ students spanning various age groups.• Prepared eligible students for their civics examination, a pivotal component of the US citizenship application process• Actively contributed to the planning and execution of company events, including graduation ceremonies and initiatives focused on cultural appreciation and knowledge sharing.

Munsan, Gyeonggi-Do, Korea

Developed and implemented engaging English language lessons tailored to address the diverse proficiency levels of students. Established and upheld an inclusive and secure classroom environment, promoting an atmosphere conducive to learning and active student engagement.• Undertook the role of instructing the English language to elementary-level students, spanning from the third to sixth grade. Responsibilities encompassed enhancing grammar and writing skills, conducting listening comprehension exercises, and ensuring proficient speaking abilities in accordance with school and government policies• Spearheaded and supervised English camps at Jayu Elementary, concurrently providing assistance in coordinating English camps at Hanmin High School during both summer and winter vacation periods